We Take This Seriously

Complaints

If something has gone wrong, tell us. Every complaint is handled fairly, confidentially and without judgement.

Raise a Complaint

We acknowledge complaints within 2 working days and aim to provide a full response within 10 working days.

How Your Complaint Is Handled

Every complaint is logged on our central register and reviewed by our Supporter Care and Governance team, independently of the staff involved. Your details are treated confidentially and shared only with those who need them to investigate. If you are not satisfied with our response, you can ask for the matter to be escalated to our trustees.